Customer Information leaflet - Disability and Carers Service - Gov.uk

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Customer Information leaflet - Disability and Carers Service - Gov.uk

Disability and Carers Service

Customer Information


Customer Information

Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . 2

What we aim to do . . . . . . . . . . . . . . . . . . . . 3

What we would like you to do . . . . . . . . . . 4

Changes you must tell us about . . . . . . . . . 5

Different ways you can get information . . 7

If you do not speak English . . . . . . . . . . . . . . . . . . . 8

On the internet . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Age Concern and Citizens Advice Bureau . . . . . . . . 9

Textphone and Typetalk . . . . . . . . . . . . . . . . . . . . 10

Contacting us . . . . . . . . . . . . . . . . . . . . . . . 11

Before phoning or textphoning . . . . . . . . . . . . . . 12

Our phone numbers . . . . . . . . . . . . . . . . . . . . . . . 14

Our textphone numbers . . . . . . . . . . . . . . . . . . . . 15

Our addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Our address for emails . . . . . . . . . . . . . . . . . . . . . 18

If we contact you . . . . . . . . . . . . . . . . . . . . 19

By letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

By phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

By visiting you at home . . . . . . . . . . . . . . . . . . . . 20

Tell us what you think about our service . 21

Ideas for making our service better . . . . . . . . . . . . 21

If you are unhappy with our service . . . . . . . . . . . 21

If we make a mistake . . . . . . . . . . . . . . . . . 23

Special payment . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Other formats . . . . . . . . . . . . . . . . . . . . . . . 24

Disability and Carers Service

1


Customer Information

Introduction

The Disability and Carers Service is part of the

Department for Work and Pensions . It is here to give

financial help to disabled people and carers .

The Disability and Carers Service deals with claims for:

Disability Living Allowance,

• Attendance Allowance,

• Carer’s Allowance,

• Vaccine Damage Payments .

The Disability and Carers Service also runs the Benefit

Enquiry Line .

This leaflet tells you about:

• what you can expect from us,

• what we expect of you,

• what you can do if things go wrong or you are not

happy with our service .

2 Disability and Carers Service


What we aim to do

We aim to:

• get things right first time,

• do our job well,

• be polite,

• treat you fairly,

• treat you with respect,

Customer Information

• take account of anything that makes it hard for you

to contact us,

• tell you what is happening,

• make it easy for you to contact us,

• listen to what you tell us and try to make things

better if we can .

Disability and Carers Service

3


Customer Information

What we would like you to do

• Fill in all the forms we send you .

• Answer our questions as fully as you can .

• Tell us how you would like us to contact you . For

example, by letter or by phone .

• Tell us your National Insurance number when you

contact us .

• Be polite to our staff .

NATIONAL

INSURANCE

NUMBERCARD

• Tell us as soon as you can if anything changes . The

next page has a list of some of the changes you must

tell us about .

4 Disability and Carers Service


Customer Information

Changes you must tell us

about

You must tell us about changes which could affect your

benefit or how we pay your money . These are some

examples of the sort of changes you must tell us about .

• Tell us if you get Disability Living Allowance or

Attendance Allowance and you need more or less

help to look after yourself .

• Tell us if you get Disability Living Allowance and your

walking gets better or worse .

• Tell us if you change your name or your address .

• Tell us if you or the person you care for go into or

come out of hospital or a care home .

• Tell us if you get Carer’s Allowance and you stop

taking care of someone .

• Tell us if you get Carer’s Allowance and you start

work or your earnings increase .

Disability and Carers Service

5


Customer Information

These are only some of the changes you need to tell us

about . We will give you more information when we tell

you about your benefit award .

If you are not sure whether to report a change, please

contact us . Our contact details are shown on pages 11

to 18 .

6 Disability and Carers Service


Customer Information

Different ways you can get

information

We can give information in the following ways:

• large print,

• Braille,

Braille

This is special writing that some people can read

using their fingers .

• British Sign Language,

• CD or cassette .

Disability and Carers Service

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Customer Information

If you want one of these, phone us – our numbers are

on page 14 .

If you do not speak English

• We can arrange for interpreters when you visit or

speak to us .

Interpreter

This is someone who speaks other languages . They

listen to what we say and repeat it to you in your

language . Then they listen to what you say and

repeat it to us in English .

Please tell us if you do not speak English .

8 Disability and Carers Service


On the Internet

Customer Information

There is a lot of information about us on the Internet .

Go to

www .direct .gov .uk

www.direct.gov.uk

Homepage Welcome

About us

Disability

Search

News

Age Concern and Citizens Advice

Bureau

You can get information from places like Age Concern

and from your local Citizens Advice Bureau . Look in the

phone book or on the Internet for their contact details .

Disability and Carers Service

9


Customer Information

Textphone and Typetalk

These are used by people who find it hard to speak or

hear very well .

Textphones do not receive voice calls or text messages

from mobile phones .

Please tell us if you want to use textphone or Typetalk .

If you cannot read or understand things we send

you, please tell us . Our contact details are shown on

pages 11 to 18 .

10 Disability and Carers Service


Contacting us

You can contact us in lots of ways .

Customer Information

If you want to phone us, see pages 12 to 14

If you want to textphone us, see pages 13

and 15

If you want to send us a letter, see pages 16

and 17

If you want to send us an email, see page 18

Disability and Carers Service

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Customer Information

Before phoning or textphoning

Call Charges

Charges were correct as of the date on the back of this

leaflet .

Calls to 0800 numbers are free from BT land lines,

but you may have to pay if you use another phone

company, a mobile phone, or if you are calling from

abroad .

Calls to 0845 numbers from BT land lines should cost

no more than 4p a minute with a 3p call set-up charge .

You may have to pay more if you use another phone

company, a mobile phone, or if you are calling from

abroad .

Telephone

12 Disability and Carers Service


Customer Information

Calls from mobile phones can cost up to 40p a minute,

so check the cost of calls with your service provider .

If you prefer, we can call you back . Tell our member of

staff that this is what you want to do and give them

your phone number .

Textphones – if you have speech or hearing

difficulties

Our textphone numbers are for people who cannot

speak or hear clearly . If you do not have a textphone,

some libraries or your local citizens advice bureau may

have one .

Textphones do not receive text messages from mobile

phones .

Disability and Carers Service

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Customer Information

Our phone numbers

When you phone us, our staff will be polite and tell you

their name .

Attendance Allowance 0845 7 12 34 56

Open 7:30am to 6:30pm on weekdays .

Benefit Enquiry Line 0800 88 22 00

For general information about all kinds of benefits .

Open 8:30am to 6:30pm on weekdays and from

9am to 1pm on Saturday .

Carer’s Allowance 0845 60 84 321

Open 8 .30am to 5pm on Monday to Thursday and

from 8 .30am to 4:30pm on Friday .

Disability Living Allowance 0845 7 12 34 56

Open 7:30am to 6:30pm on weekdays .

Vaccine Damage Payments 01772 89 99 44

Open 9am to 5pm on Monday to Thursday and

9am to 4:30pm on Friday .

14 Disability and Carers Service


Our textphone numbers

Customer Information

Use our textphone service if you cannot speak or hear

well . When you use a textphone, our staff will be polite

and tell you their name .

Attendance Allowance 0845 7 22 44 33

Open 7:30am to 6:30pm on weekdays .

Benefit Enquiry Line 0800 24 33 55

For general information about all kinds of benefits .

Open 8:30am to 6:30pm on weekdays and from

9am to 1pm on Saturday .

Carer’s Allowance 0845 6045 312

Open 8 .30am to 5pm on Monday to Thursday and

from 8 .30am to 4:30pm on Friday .

Disability Living Allowance 0845 7 22 44 33

Open 7:30am to 6:30pm on weekdays .

Vaccine Damage Payments 0845 6045 312

Open 9am to 5pm on Monday to Thursday and

9am to 4:30pm on Friday .

Disability and Carers Service

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Customer Information

Our addresses

For Attendance Allowance

Attendance Allowance Unit

Warbreck House

Warbreck Hill

BLACKPOOL FY2 0YE

For Carer’s Allowance

Carer’s Allowance Unit

Palatine House

Lancaster Road

PRESTON PR1 1HB

For Disability Living Allowance

Disability Living Allowance Unit

Warbreck House

Warbreck Hill

BLACKPOOL FY2 0YE

For Vaccine Damage Payments

Vaccine Damage Payments Unit

Palatine House

Lancaster Road

PRESTON PR1 1HB

Addresses are also at the top of the letters we send

you .

16 Disability and Carers Service


If you send us a letter

Customer Information

If you send us a letter we aim to answer within

2 weeks .

Sometimes our answer will take more than 2 weeks .

We will send you a letter telling you the reason and

when we expect to send a full answer .

Disability and Carers Service

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Customer Information

Our address for emails

For Attendance Allowance

dcpu .customer-services@dwp .gsi .gov .uk

For Carer’s Allowance

cau .customer-services@dwp .gsi .gov .uk

For Disability Living Allowance

dcpu .customer-services@dwp .gsi .gov .uk

For Vaccine Damage Payments

cau-vdpu@dwp .gsi .gov .uk

Expect an answer to your email within 2 weeks .

Sometimes our answer will take more than 2 weeks .

We will send you an email telling you the reason and

when we expect to send a full answer .

18 Disability and Carers Service


If we contact you

By letter

If we send you a letter:

• the letter should be easy to understand,

Customer Information

• the letter will say if you need to do something,

• the letter will tell you how to contact us .

If you cannot read or understand anything we

send you, please tell us .

By phone

If we phone you:

• our member of staff will be polite,

• our member of staff will tell you their name,

• our member of staff will tell you why they have

phoned you .

If you do not understand anything our member of

staff tells you, please tell them .

Disability and Carers Service

19


Customer Information

By visiting you at home

If we need to visit you at home:

• we will try hard to visit you at a time you agree,

• we will tell you if there are any papers you need to

have ready .

When our member of staff comes to visit your home:

• they will always show you an identity card,

• they will tell you their name .

If you want, you can tell us a password for our member

of staff to use when they come to your home .

20 Disability and Carers Service

ID


Customer Information

Tell us what you think about

our service

Ideas for making our service better

We want to give you the best service we can .

If you have an idea for making our service better, please

tell us . Our contact details are shown on pages 11 to

18 .

If you are unhappy with our service

If you are unhappy with our service:

• contact the office dealing with your claim,

• tell us what you are unhappy about,

• tell us how you want us to answer . For example, by

letter or phone .

We will look into what you say and contact you about

it .

We aim to answer in 1½ weeks .

Disability and Carers Service

21


Customer Information

Sometimes our answer will take more than 1½ weeks .

We will tell you the reason for this and when we expect

to send a full answer .

Our answer will tell you what to do if you are still

unhappy .

In some cases the Chief Executive may answer your

complaint .

If you are still unhappy with the way we have handled

your complaint following the Chief Executive’s reply

then you may be able to ask the Independent Case

Examiner to investigate . The Chief Executive’s response

will tell you how to do that .

The service offered by the Independent Case Examiner

is totally free and impartial .

You can also, at any time contact your Member of

Parliament who may be able to send your complaint to

the Parliamentary Ombudsman .

However, the Ombudsman would normally expect you

to tell us first that you are unhappy and allow us the

opportunity to sort out the problem . The Ombudsman

will not normally become involved in a complaint until

we, and the Independent Case Examiner, have had a

chance to respond .

We aim to send a full reply to letters from Members of

Parliament within 3 weeks of getting them .

22 Disability and Carers Service


If we make a mistake

Customer Information

If we make a mistake, sometimes we can pay you some

money we call a special payment .

Special payment

If you want to ask for a special payment:

• contact the office dealing with your claim . Our

contact details are shown on pages 11 to 18,

• tell us you want a special payment,

• explain what our mistake was and how much it

affected you .

Disability and Carers Service

23


Customer Information

Other formats

This leaflet is available in Welsh and

other formats: phone 0800 88 22 00

If you can’t speak or hear clearly, you can order our

leaflets from our textphone service on 0800 24 33 55 .

You can ring these numbers between 8 .30am and

6 .30pm Monday to Friday or 9am and 1pm on

Saturday .

This leaflet also comes:

• in Welsh,

• in large print,

• in Braille,

• on audio tape,

• on audio CD.

24 Disability and Carers Service


Important information about this leaflet

This leaflet is only a guide and does not cover every

circumstance. We have done our best to make sure the leaflet

is correct as of June 2009. Some of the information may

be oversimplified or may become inaccurate over time, for

example because of changes to the law.

© Crown Copyright.

Produced by the Disability and Carers Service, part of The Department for Work and Pensions.

Printed in the UK.


Comment form

If you do not want a reply, you don’t need to give us any of your

personal details.

Your details

Name .........................................................................................

Address

....................................................................................................

....................................................................................................

....................................................................................................

....................................................................................................

....................................................................................................

....................................................................................................

Postcode ...........................................

National Insurance Number .......................................

How do you want us to reply to you

Letter Phone E-mail Fax Do not reply

Special requirements

Please tell us about any special requirements we should bear in mind

when we are dealing with you.

........................................................................................................

.......................................................................................................

.......................................................................................................

.......................................................................................................

.......................................................................................................


Your comment

Do you want to give us:

a compliment? a suggestion? a complaint?

Please write your comments in the space below.

(You may go onto another sheet of paper if you want)

Please return this form to the office dealing with your claim.

See pages 16 and 17. Addresses are also at the top of any letters that we send

you.

Thank you for contacting us

Date received:

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